George Warren

I would second this request for the ability to log time to a users timesheet via a workflow, this would be useful for our quick repeat activities like account unlocks where currently our service desk dont have to interact with the ticket as after logging it auto resolves and closes, but it would be useful to be able to auto log a couple of minutes each time, rather than having to add a manual step to the workflow.

@Steve Giller - Is there any movement on this and the anchors within the FAQ editor?

Timesheet Icons in dark mode don't change like the rest so are very hard to see Vs lightmode: This seems to be the case both in the Preview UI and the current UI Can this be amended please?

@James Ainsworth - Is there any movement on this, i think it would be incredibly helpful for so many Hornbill customers, and doesn't feel too far from existing considering the option already exists and works for captures but only from the full user side of things?

Managed to make some progress, Attached definition if its helpful to anyone, relies on department being imported into account attribute 2 and company into 1 (or just use home org column instead), and filters will need editing. @AlexTumber - The table structure for Timesheet values and Timesheet categories seems quite awkward unless I'm missing something, as Timesheet categories contains name but this is the names of both categories and sub categories, so if you want to pull out both in a report, you cant as you either have to link using Category ID or Sub Category ID. Best I've been able to do is pull in sub category name and then just the Category ID and have to list in the custom column name what the numbers mean. Is this something that can be fed back and potentially room for development? gw-timesheet---on-demand.report.txt

I've managed to pull out some info using this table. I can see this other table below which then has type, so we could filter as currently we get repeat lines for each time logged as its pulling out org, department and team. I just cant work out how this table links in @AlexTumber, is there an easy way to know how things relate?

@AlexTumber - Does the above make more sense?

@AlexTumber - Sorry forgot to Tag on the above, is there an easy way to understand the table relationships? To make adding joins easier?

Sorry I meant that we have multiple internal teams but agents are not part of multiple teams, so each person is only in 1 team each, Not that we have one team and everyone is bundled in together. Yes we had looked at the timesheet module graphs which do split out per team, however yes our requirements are more complex as we require that time to be broken down based on the customers company for the ticket the time was logged against, and the team of the agent logging the time (which may differ from the team the ticket ends up assigned to). And customer department may also be needed. So it seemed to be possible for the timesheet module to break the time logged down by team but I'm just struggling to pull this out in the custom reports with table joins. I could have the categories created with prefixes before each one, so Team1 - Meetings, Team2 - Meetings, Team3 Meetings, and filter in excel on that, but having team logging the time and category separated would be nicer for filtering. Again i could use text to columns in excel and the delimiter being hyphen to split those but I was just seeing if we could avoid these extra steps.

It would also be useful to pull the customers department out, again i know its possible to have multiple so this is maybe what makes the join difficult for the team/department info?

Hi @AlexTumber We have tickets logged by multiple Councils, and we want to be able to report time spent by each one of our teams and for which council this time was spent with. We already capture the (Council) company from the ticket info based on the customer and their home org, however cant quickly filter by the team of the person logging the time. Our full users are only part of one team. We want to make it as easy for the engineers to log their time as possible, so want to avoid having to capture this info by them picking it from the categories and hoped it could be pulled out from the report.

We have created a report and joined the request table to be able to pull in some extra details, however our management are keen to get in the csv export the team of the person that logged the time. We are unable to just use the assigned team for the request as tickets can be dealt with by multiple teams. I have tried linking in the team member assignment table via the accounts table and then linking in the service teams table off that. And i can pull in some team names but they don't match that of the person that logged the time. Is this possible to have a report that shows time logged and the team of the person that logged the time? And is there an easy way to know how tables can be joined, is there a table relationships document?

Our managers use various reports and have asked if the times in the date time columns can be adjusted so they aren't 1 hour out for 6 months of the year. We have tickets that were logged at 07:30 but showing as 06:30 currently in the excel reports that are produced. Our regional settings are set to GMT, but I wasn't sure if there was anything we could change for it to account for British summer time? Like how the front end application adjusts?

@BobbyB @Alberto M - You don't happen to know how to pull in the team of the person logging the time? I assume there would need to be a join from the accounts table to an organisation or team table, is there any documentation for table relationships? Its just where we have tickets passed between teams, we cant just use the team that the ticket ended up assigned to.

@Steven Boardman @James Ainsworth Is there any update on when customers will be able to use the connections form in the capture? Would be nice for it to be built in rather than having to go through and edit all our BPM workflows to add the connections.

How do i submit a Feature request or Enhancement Opportunity?

@Berto2002 Thank you for this, so it is expected that the form option "connections" within an ICF is not visible when you raise via the company home? However if i raise it as a full user via the new request option, enter my name as the customer and pick the same service catalog item, it shows the connection form as below. Is this where you said you need to add custom form fields with dynamic drop downs set to user picker and then add the connections during the BPM using the response to these i assume. Its a shame the nice connection option cant be used by basic users from the company home, unless I'm missing something.

Is there a way for our basic users to be able to see their colleagues tickets they have raised into us, they often want to check if things have been raised or check on things while they are on leave etc. The associated members to a request only lets us search for Users and not the basic users. A supplier we use also uses hornbill and we see the option there, but i believe this is the guest view which we don't use in our instance. Also I can see something similar mentioned here but required the Customer Manager Module. Working with Organizations - Hornbill - https://wiki.hornbill.com/ "Use the slider to decide against each contact to allow them to View Requests which have been raised not only be them, but other contacts from the organisation on the customer portal"

Ah found the issue, the working job had the tick box of "Run with Highest Privileges", not sure why I didn't spot that sooner, but just suddenly caused the job without it to stop working 21/02/23. Sorted now.

@Kelvin - Did you manage to sort this, we have 2 different scheduled tasks running on a server, they use different configs to look at 2 different OU's, one is running fine still, but the other is getting the same 0x64 error. Both run fine in CMD as the account running the task. ive tried recreating the task and same issue.

I'm trying to do a similar thing with bringing in capture answers and a task field into an email. However, I can't get it to populate the custom field, I just setup a basic Business process and used our existing capture. In the above it was mentioned about posting in the timeline to test if data was stored, assuming you just enter the variable the same as in the email it doesn't seem to be stored. I've completed the first human task which captures one of the variables, then its set to get answers and then store as custom as below. Any ideas what I'm doing wrong?

Yes i'm told they would use the manage screen to browse and then yes copy and paste manually. Ill let them know about the variables issue. Thanks for looking into this.

@AndyG Hello Just had it reported to me that our 1st line staff had been using the shared with me tab and the filter box to search and browse the snippets due to the list from the "Snippets - Team" option being hard to navigate vs the manage screen. Is the Shared with me Tab going to be brought back for users without the "managesnippets" application right or can an additional permission be added to give them just read only permissions like before in this screen? Or a search/filter on the "Snippets - Team" insert menu? Currently it seems the only way to give the staff the ability to search shared snippets is also to give them the ability to edit and delete shared Snippets.

Sorry to add to the above, if the call is created from the drop down and has no service then you do need to be in the team its assigned to in order to view the call without getting the error about permissions. calls raised with a service, you dont need to be in the team its assigned to if your team is also listed in the supporting teams for that service. So root cause is calls ending up without a service from being raised using the dropdown, obviously will send comms to try and reeducate our staff to not use the dropdown, its only changes that really get raised this way as for some reason that was something advised early on, if we can lock the drop down or allow the drop down to create calls with categories that would be useful alongside the comms and re-education of our staff.

Ok I've just done some more testing and initially thought great what ever issues we had before seem to be gone. However I've found the issue is calls that have been raised using the drop down and the calls end up without a service rather than the raise new button that requires you to select a service. Is there a way to remove the dropdown or have these drop down options default to a certain service?